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WHAT WE DID WELL Out of 100 people surveyed, nobody was dissatisfied with the opening hours, admin team’s service or the last visit to the practice.

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Opening Hours and Appointment Availability 25% think that we are open after 6.30pm and closed at lunchtime. 5% commented that Saturdays would be helpful. Opening Hours Appt Availability 50% have used our extended hours facility. 20% prefer before 8am 32% prefer after 6.30pm 48% have no preference Patient’s choice often changes the way we work. We are constantly reviewing our extended hours.

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Pre-bookable V Embargo “Do you prefer to book the next available appt or wait for the GP of your choice?” 69% of patients will wait for an appointment with their preferred GP. Some are waiting for Dr Rogers to return from “holiday”. Was 50% pre-bookable 50% embargo Now 60% pre-bookable 40% embargo Patients are encouraged to make an informed decision about weighing up whether to wait and see the Doctor of their choice or seeing a different Doctor more immediately.

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Privacy and Confidentiality 99% of patients where either very satisfied or satisfied with MMC protecting their privacy and confidentiality. 1 patient was dissatisfied and commented “Personal details are sometimes discussed too audibly at the reception desk. Not enough privacy. No problem with Drs.” We have listened to our patients and will always provide a confidential area to discuss anything of a private nature. There is a poster now up in Reception advising patient’s of this facility.

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and finally… 82% of patients do not use our online facility. Over half of these would like to use it and have already been sent log-in details. Needs publicising further. In April we plan to text all patients advising of this services, we will add a message to all prescriptions, add it to our New Patient Questionnaire and text all patients about this service and a notice board has gone up in Reception. Good statistics for contacting the Practice by phone. We are aware of the issues surrounding the 0844 number but there are many advantages for patients to this service. We are continually reviewing this. Use Systm Online Contacting by phone